Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 

One agent not receiving the calls in UCCX7.0

Dear All,

Greetings!!

We have UCCX 7.0(1)SR05_Build504 and call manager UCCM System version: 7.1.5.30000-1.

- We have many team with basic IVR options for customers, one of the Team called "customer service". The customer service team have 6 to 8 agents. All have same CSS, partition, CSQ, Resource Groups and Team mapping.

- The issue is, only one agent not able to receive the calls in the team. The user is properly configured in CSQ also the resource group and team configuration is fine. we have compared with working user and found all config is fine.

- The user is logged in properly and always in ready state in CAD, but no call routed this agent and no error message observed on the agent side.

- The user extension is 5154 and the user configured on call manager is Dennis. Fonseca. The UCCX Resource name also showing properly.

- I have collected the MIVR logs and i can see the extension 5154 and agent name. The calls are routing. am not have much idea about MIVR log analzis, so icouldn't find the exact issue.

- Please find the MIVR logs and help me to understand the issue or why the calls are not routing to this agent even logged and ready mode???

Working user name is -

5158 - Gabriela.Quesada

Non-working user name is -

5154 - Dennis.Fonseca

MIVR Logs attached.

Thanks & Regards,

Naveen.S

Everyone's tags (2)
4 REPLIES
Silver

Re: One agent not receiving the calls in UCCX7.0

Have you checked out the device configuration in call manager? Unsupported features for agents or a Call Forward All could cause issues like this.

Check out pg 17 of the UCCX 7 release notes. ..

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/release/notes/uccx701rn.pdf

Brian

One agent not receiving the calls in UCCX7.0

Hi Brian,

Thanks a lot for the link... we have checked above points and found all are fine..

We have compared with working extension and non-working extension configuration also... all config are same as working phone..

Thanks & Regards,

Naveen.S

Re: One agent not receiving the calls in UCCX7.0

Hmm, does this agent worked before?...maybe try deleting the agent configuration (callmanager end user) and configure it again, check if maybe there is an inactive agent that were using this same extension in the past. Are you sure the agent's phone is in the right partition?

Gabriel.

One agent not receiving the calls in UCCX7.0

Hi All,

Thanks a lot your advise on this... the issue has been fixed after restarting the CRS engine..

53278074: Jan 13 09:42:23.568 GMT-600 %MIVR-SS_CM-7-UNK:returning null from ContactMgr.offerResource(Dennis.Fonseca) because esds.size() is 0

Basically, the UCCX Engine is not allocating the Agent (Dennis.Fonseca) to the Queue and that is the reason why is not receiving any calls even the Agent is “Ready”

Thanks & Regards,

Naveen.S

1516
Views
4
Helpful
4
Replies
CreatePlease to create content